Wed.May 22, 2019

To Thine Employees Be True (Part One)

North Highland

Why retaining uninspired talent is more expensive than losing it. The rapid pace of innovation has created a fundamental shift in workplace dynamics as the values, aspirations, and expectations of a multi-generational team become increasingly complex and personal.

Jeanne Bliss: Why ‘how’ you grow is just as important as ‘how much’


Ask Jeanne Bliss, CEO and founder of Customer Bliss, what she does for a living and she’ll tell you she’s on ‘a crusade’. It’s one that has seen her give 2,000 keynotes, coach more than 20,000 execs around the world, and publish four best-selling books. Her mission? “To

What customers really remember about their experience will set your CX apart


In the last 10 years psychology researchers have established that many decisions we make are based on fast, intuitive and non-conscious thinking. In other words we think we are rational beings but often can’t (or won’t explain) why or how we decide what we do. In 2011 Nobel prize winning academic Daniel Kahneman made this mainstream with his book ‘Thinking Fast and Slow’ and popularised the phrases ‘System 1’ and ‘System 2’ to describe how people think and make decisions.

How to Show Up as a Caring Company

Customer Bliss

In lieu of a regular Daily Dose video, I want to share with you an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

What is a B2B panel? Importance, characteristics, and tips to use B2B online panels

QuestionPro Audience

Content Index. Who are B2B panelists. Definition of B2B online panel. Difference between B2B panel and B2B online Panel. Factors to consider while choosing a B2B online panel partner. Characteristics of good B2B online panels. Why do you need QuestionPro’s B2B online panel.

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More Trending

5 Principles of Human-First Products


As a COO, I’m always trying to figure out get a ton of things done in a short amount of time. I’m constantly thinking about how to do more with less. The danger for someone like me is that when you give them technology, the standard for what counts as “efficient” dramatically increases.

How to Get Reviews on Facebook with 4 Methods



DataStax Constellation: A Quick Technical Rundown


We’re excited to announce DataStax Constellation , our new cloud platform that’s designed to bring a whole new level of sophistication and capabilities to the Database as a Service (DBaaS) market in a very cost-effective manner.

In online chat, one size does not fit all


Many of our clients describe a conundrum they face with their live chat team. While they want agents to represent the brand consistently and professionally, they recognize that these people must possess the latitude to show authenticity and go “off script” to build genuine connections.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How Important Is CX To The Success Of Your Business? We Have The Answer

The DiJulius Group

When asked, “How important is Customer Experience to the success of your business?” nearly every CEO rates it a 9 or 10. However, when asked, “How would you rate the resources you are investing into your customer experience?” most CEO’s rate it below a 5. Why is that?

The 3 Biggest Challenges Facing CX Teams In 2019


Earlier this month I attended the CXPA conference in Salt Lake City. CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. Check them out.

CX Journey™ Musings: On Means and Outcomes.

CX Journey

Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes.

5 Features the Best Ecommerce Platform Should Have

Smarter CX

Shopping cart, wish list, gift card, coupon – these concepts have migrated online with the rise of ecommerce and are now primarily associated with nifty icons on a website rather than objects of the physical world.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

CX Journey™ Musings: On Means and Outcomes.

CX Journey

Image courtesy of Pixabay Do you know the difference between means and outcomes? Between the journey and the destination? I know. I know. Those are silly questions to ask. Of course everyone knows the difference between means and outcomes.

Is Your Workplace Service Culture actually Self Serving?

One Millimeter Mindset

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Then, ponder the workforce profitability of your current strategy.

Curate a B2B Testing Panel with these Simple Tips


In order to understand what it takes to curate a B2B testing panel, first, it is important to understand the basics of B2B testing.

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Social Media Week NYC Recap


It’s always great fun to head to New York to participate in Social Media Week – especially when we’ve got a panel of social marketing superstars like we had this year.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Why sharing customer intelligence is vital to CX success


Date: Wednesday, May 22, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why sharing customer intelligence is vital to CX success. Published on: May 22, 2019.

4 Ways Location Intelligence Can Rescue Declining Auto Sales

Gravy Analytics

Recent reports show that US auto sales suffered a significant decline in 2018, and it’s possible this slowdown will continue throughout 2019.

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EGR Marketing and Innovation Awards 2019


The post EGR Marketing and Innovation Awards 2019 appeared first on Optimove. events

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation


As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. Whether a domestic beach destination or an international adventure, I make a list of everything I have to do. Book flights? Check. Book a rental car? Check. Book a hotel? Check.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

EGR B2B Awards 2019


The post EGR B2B Awards 2019 appeared first on Optimove. events

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How to boost customer loyalty using effective communication


What is customer loyalty? Customer loyalty refers to the loyalty of customer towards Brand/Product/Service. Here the customers are willing to make a repeated purchase from a particular brand. It is a result of customer satisfaction and experience they have with the particular brand.

Ecrion Software: The Best Document Automation Software


Why is Ecrion the best document automation software? We get into the finest details and compare its document solutions to other, major players in the industry. Still digging through stacks of paperwork to find the one document you need?

How Does Investing in an LMS Impact your Revenue and ROI


Training is an unavoidable part of any job. Some roles may not necessitate much of it, of course, but learning the proverbial ropes is still essential to ensure employees know exactly what’s expected of them.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.